This article guides you through the different steps of creating an engagement strategy.
1. Create a widget
Widgets allow your visitors to engage in conversation proactively, at the right time and in the right place, throughout their journey. iAdvize offers several types of widgets.
Go to the administration then Engagement > Widgets Builder and click on "Create"
Widget and conditions
- Name your widget
- Select a widget (this article presents our different widgets)
- Choose the page type (product, listing or others)
Style
In the second tab, customize the style.
For example, for the Conversation Starters widget:
- Title colors
- Starters colors
- Fonts (choice of Google Font or your site's font)
In advanced settings:
- Corner rounding (if you want rather round or square edges)
- Title size
- Starter size
Installing the iAdvize tag is essential to test on your site by clicking on "Test on my website".
Content
On the third tab, define the content displayed by your widget.
For example, for the Conversation Starters widget:
- Product catalog (to generate your starters dynamically with AI)
- Hook title, displayed above your starters (80 characters max)
- Number of starters displayed (between 2 and 5)
- Type of starters:
AI Question or
Manual Question
- Action button label
In the advanced settings, you can define a list of forbidden words or expressions that you do not want to appear in your Conversation Starters. They only concern your Conversation Starters and not your Assistant's responses.
Enter one word or expression per line.
Position
- Choose the position of your widget (several possibilities depending on the type of widget chosen)
For embedded Conversation Starters, you can click on "Pick an element on the page" then select an element from your site or paste an HTML element directly manually.
- If needed, adjust the margins
Once your configuration is complete, click "Save" to exit the widget editor and return to the administration.
4. Custom data
If you have chosen dynamic Conversation Starters (AI-generated) and selected a knowledge base in the notification template for your "Integrated Conversation Starters" in the administration, then a custom data must be present on the page
How to find which custom data should be present on the page?
It is the same as the one used by the Assistant, if applicable. It is linked to the knowledge: you can find it in Knowledge then on the Edit knowledge source.
Here is the custom data (in this example: productId):
This article explains how to create your custom data.
2. Configure conversation routing
The iAdvize routing engine allows you to send your conversations to the most suitable responder (Assistant, workflow or advisor), regardless of the channel used.
Create your routing groups
If your responders are advisors, organize your teams by grouping them by role, group or skills. These groups are essential to define which responders will receive conversations. An advisor can be added to multiple routing groups.
Go to Engagement > Routing and select Routing groups from the dropdown menu
Name your routing group and add criteria
Routing groups do not replace groups and skills, they allow you to select them dynamically.
Create your distribution rules
Go to the Engagement > Routing tab then select Routing rules from the dropdown menu:
Click on + to create a rule
Do not add a targeting rule for now, this will be done in the following steps directly from your campaign.
Example:
- Group A: conversation queue places = 50
- Group B: conversation queue places = 20
Group A can accumulate 50 conversations waiting before switching to unavailable status.
Group B can accumulate 20 conversations waiting before switching to unavailable status.
Since these conversations are waiting for a specific agent, it was decided to no longer take them into account to cut off engagement. This is to prevent the absence of an agent to whom a large number of conversations are assigned from blocking production for agents who have no conversations waiting.
Save your distribution rule
3. Create a campaign
Campaigns are the entry point of your engagement strategy. The way you organize your campaigns allows you to structure your strategy: by objective, by channel, by department or by responder type, and therefore impacts the reading of your results.
In this example, we will create a campaign dedicated to customer service questions handled via chat on an e-commerce site.
Name the campaign " Website support".
You can enter a start and end date, which will result in automatic activation of the campaign at the set start date, then automatic stop at the end date.
Choose a strategy type: in this case, it is an inbound strategy.
iAdvize offers 2 types of campaigns:
- inbound campaigns: you offer a conversation to visitors, but they choose whether or not to initiate it. The majority of channels and entry points available on iAdvize are better suited to "inbound" campaigns.
- outbound campaigns: you directly contact your audience and send them messages without them having written to you beforehand. This is currently possible via WhatsApp or SMS.
Select the "website" entry point corresponding to the "messaging" channel.
Targeting rules
Targeting rules allow you to define the different criteria for displaying your iAdvize widgets to your visitors and allowing them to engage in conversation with your Assistant or your advisors. This article details the different steps to set up your targeting rules.
Click on Add:
- Device type is: desktop
- Page_type contains: product
The last step is to select the desired distribution rule.
Then click on Create.
Don't forget to activate your targeting rules and to publish your campaign so your visitors can engage in conversation on your site:
Best practices
Check out our dedicated article and find all our best practices to maximize the performance of your widgets.
Display issue on my site
Check out our dedicated article to understand why your Conversation Starters are not displaying on your site.